第08章沟通管理(课件)

8CHAPTER沟通管理对外经济贸易大学信息学院徐嘉震ProjectScopeManagement工程范围管理ProjectQualityManagement工程质量管理ProjectRiskManagement工程风险管理ProjectTimeManagement工程时间管理ProjectHumanResourceManagement工程人力资源管理ProjectProcurementManagement工程采购管理ProjectCostManagement工程本钱管理ProjectCommunicationsManagement工程沟通管理ProjectIntegrationManagement工程整体管理工程管理知识体系结构/PMBOK本次课主要知识点提示Objectives本章知识点：1、沟通规划〔communicationplanning〕2、沟通实施〔communicationimplementation〕3、沟通控制〔communicationcontrol〕4、面访〔interview)5、讲演〔presentation)工程沟通管理沟通管理，是工程管理过程，包括沟通规划、沟通实施、沟通控制等活动。本节课主要参考模型表8-1沟通管理知识结构沟通需求沟通计划沟通信息反馈依据/输入干系人分析项目管理信息系统沟通技巧处理方法/工具沟通计划沟通文件改善沟通效果结果/输出1.沟通规划2.沟通实施3.沟通控制活动过程8.1CHAPTER沟通规划沟通管理沟通规划分析干系人对工程信息的需求，有针对性地确定沟通对象、沟通时间、沟通内容、沟通方式等预案。表8-1-1-1工程沟通规划的主要工作1.沟通需求2.沟通方式3.约束条件依据/输入1.干系人分析2.沟通模型处理方法/工具1.沟通计划结果/输出沟通方式,P116〔11〕网络沟通〔1〕正式沟通〔2〕非正式沟通〔3〕上行沟通〔4〕下行沟通〔5〕平行交叉沟通〔6〕单向沟通〔7〕双向沟通〔8〕书面沟通〔9〕口头沟通〔10〕体语沟通沟通方案的方法和工具表8-1-3-1干系人信息需求分析表

序号干系人时间地点方式内容说明

工程干系人图8-1-3-1工程干系人沟通过程的一般模型如图图8-1-3-2沟通过程的一般模型

8.2CHAPTER沟通实施沟通管理沟通实施按沟通方案实施信息发布和收集信息反响。表8-2-1-1工程沟通实施的主要工作1.沟通计划2.项目进展依据/输入1.项目管理信息系统2.面访3讲演4联合项目计划处理方法/工具1.沟通文件2沟通信息反馈结果/输出沟通实施的方法和工具1、工程管理信息系统2、面访/Interviw见附录A3、讲演/presentation见附录B4、沟通环境〔JPP/联合工程方案〕图8-2-3-1系统开发工程信息系统Intranet模型沟通环境〔JPP/联合工程方案〕图8-2-3-2JPP/联合工程方案模型8.3CHAPTER沟通控制沟通管理沟通控制分析沟通效果和信息反响，调整沟通方案。表8-3-1-1工程沟通控制的主要工作1.沟通信息反馈依据/输入1.沟通技巧2.沟通障碍分析处理方法/工具1沟通效果改善结果/输出CHAPTERInterviews面访InterviewsInterviews

访问(mostimportantandused)collectinformationfromindividualsthroughface-to-faceinteraction.Youmustpossessgoodhumanrelationskillsfordealingeffectivelywithdifferenttypesofpeople.Advantages-tomotivatetheinterviewee,andprobeformorefeedback-toadaptdifferentquestionforeachindividual,andobserveinterviewee’sbodymovementsDisadvantages-timeconsuming,costly-success,highlydependentonhumanrelationskillsTypesofInterviewsTypesof:Unstructuredinterviews-interviewer,hasonlyageneralgoalorsubjectinmind,andcountson〔指望〕theintervieweetoprovideaframework-frequentlygetsoffthetrack,mustredirectthembackstructuredinterviews-hasaspecificsetofquestionstoask-open-endedquestion以“开放式〞结尾的问题,allowtorespondinanyway-closed-endedquestion以“关闭式〞结尾的问题,restrictanswerstoeitherspecificchoicesorshortanddirectresponsesProceduretoConductanInterviewHowtoconductaninterview(1)SelectInterviewees-organizationalchartwillbehelpfulshouldinterviewtheend-usersProceduretoConductanInterview(2)PreparefortheInterviewTolearntheintervieweeasmuchaspossibleinadvanceTomakeanappointmentwiththem,andnotifythesubjectGettheirsupervisor’spermissionThehigherlevel,thelesstime(usually0.5-1hour)Becertain,thelocationwillbeavailableMostquestionsbeginwith5W1H

(Who,What,When,Where,Why,andHow,which)ProceduretoConductanInterviewInterviewquestionguidelines-useclearlanguage-avoidlongorcomplexquestions-don’tincludeyouropinionthepurposeoftheinterviewistoinvestigate,nottoevaluate-don’tuse“you〞〔你〕,whenmeaningofagroupofpeopleProceduretoConductanInterview(3)ConducttheInterview(threephases)1)Interviewopening-motivatetheinterviewee-establishmutualtrustandrespect-tellthepurposeandlengthofinterview-explainhowtheinformationgatheredwillbeused2)Interviewbody-listenandobservecarefully,takenotes-keeptheinterviewontrackalltheway3)Interviewconclusion-expressappreciationandanswerquestionsProceduretoConductanInterview(4)FollowupontheInterview-sendtheintervieweeamemosummarized-remindtheintervieweeoftheircontributions-allowthemtoclarifyanymisinterpretationCHAPTERPresentations讲演工程的沟通管理，沟通的技巧，展示/presentationsPresentationsusedtosellnewideasandgainapprovalfornewsystems.Cannotimprovise〔即席演讲〕andexpectacceptance.Oftenfollowedbyawrittenreport.Preparingforpresentation-particularlyimportanttoknowyouraudience-defineyourexpectations-mustbeaneffectivesalesperson-usevisualaidstoexpressmoreclearly-considerdistributingcopiesatthestart-wellpreparedis80%completepresentationsConductingthepresentationdressprofessionallyMaintaineyecontactwithyouraudiencesKeepingyouraudienceslisteningStoptalking,usingpauseforattentionAskaquestion,letaudienceinvolvedTryalittlebithumorandChangeyourvoicelevelUsesomeprops〔道具〕,anddosomethingunexpectedpresentationsToallot〔分配、摊派〕timeforquestionsfromaudiences-alwaysansweraquestionseriously,evenifyouthinkitisasillyone-behonest.Ifyoudon’tknowtheanswertoaquestion,admitit.-limittheamountoftimeyouspendansweringanyonequestion-answerboththeonewhoaskedthequestionandtheentireaudienceTypicalOutlineandTimeAllocationforanOralPresentationI.Introduction(one-sixthoftotaltimeavailable)A.ProblemstatementB.WorkcompletedtodateII.Partofthepresentation(two-thirdsoftotaltimeavailable)A.SummaryofexistingproblemsandlimitationsB.SummarydescriptionoftheproposedsystemC.FeasibilityanalysisD.ProposedscheduletocompleteprojectIII.Questionsandconcernsfromtheaudience(timehereisnottobeincludedinthetimeallottedforpresentationandconclusion;itisdeterminedbythoseaskingthequestionsandvoicingtheirconcerns)IV.Conclusion(one-sixthoftotaltimeavailable)A.SummaryofproposalInterviewandlistenListening:(themostimportantskill)tohearistorecognizethatsomeoneisspeaking,tolistenistounderstandwhatthespeakerwantstocommunicate-withapositiveattitude(attitudemakeseverything)-startbytalkingaboutinterestsorhobbies-maintaineyecontactandrespondbyposture(headnod)-askquestion,showthatyouarelistening,andtakenotes-don’tassumeanything,bepatientExample.Childandparachute〔降落伞〕InterviewandbodylanguagesBodylanguages:7%only,communicatedbywords38%bythetoneofvoiceused55%byfacialandbodyexpressionsThreeaspects:-facialdisclosure〔流露〕，someonegoodatcontrolling-eyecontact,eyesare“thewindowtothesoul〞-bodyposture,holdsawealthofinformationSpatialZones空间与距离：Intimate〔亲密的〕zone—closerthan1.5feet(1.5X30.48=45.72cm，about0.5m)Personalzone—from1.5feetto4feet(0.5m-1.2m)Socialzone—from4feetto12feet(1.2m-3.6m)a“respect〞distancePubliczone—beyond12feet